Customer Relationship Management

April 24, 2020 Satisfaction With Software Drops With COVID-19 Uncertainty

The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.

March 26, 2020 Running Critical Enterprise Applications Efforts During COVID-19

An enterprise application selection or implementation has most likely been heavily impacted by COVID-19. Do not hit the brakes; stopping and restarting projects increases the risk of failure. Slow down or speed up? Which is the right strategy for your organization?

March 12, 2020 Salesforce Finishes FY20 on a Stellar Note and Increases FY21 Revenue Guidance

After another impressive quarter, Salesforce announced full-year 2020 results that exceeded expectations. Also announced were Keith Block’s departure, Gavin Patterson’s appointment to president and CEO of Salesforce International, and the acquisition of Vlocity.

March 03, 2020 Salesforce Acquires Vlocity for $1.3 Billion, Doubling Down on Industry Focus

While completing a record FY2020, Salesforce announced the acquisition of Salesforce Ventures–funded Vlocity, a leading provider of industry-specific cloud and mobile platform software. Vlocity is a cloud-native solution built on the Salesforce platform.

February 04, 2020 Kustomer Raises $60M to Transform Its Omnichannel CRM Platform

SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.

February 04, 2020 Zoho Says Surveillance Tech Is Immoral, Aligns Ideologically With Apple

Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.

January 27, 2020 Salesforce Rolls Out Customer 360 Truth to Better Tackle Data and Identity

Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing, sales and customer service applications to create a unified customer ID; whether this will be the silver bullet for managing fragmented customer information remains to be seen.

January 17, 2020 SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities

SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.

January 17, 2020 SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery

SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.

January 10, 2020 Salesforce Broadens Its Vertical Strategy With Dedicated Manufacturing and Consumer Goods Clouds

Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal that Salesforce is pushing ahead with its approach to create industry-specialized versions of its popular Sales, Marketing, and Customer Service solutions.

January 07, 2020 CRM Users Are Not Happy With What AI Provides: They Want More Out of It

Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.

January 07, 2020 Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftware

ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM) arena, its capabilities for FSA have lagged behind others. The acquisition of ClickSoftware will provide Salesforce not just a roster of accounts, but intellectual property that can be folded into its Field Service Lightning Solution.

December 31, 2019 Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?

Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market – Gong being a current frontrunner. At Dreamforce 2019, Salesforce also threw its hat into the ring with Einstein Call Coaching.

December 11, 2019 Salesforce Debuts a New Conversational UI at Dreamforce 2019 – But Will It Speak to End Users?

Conversational UIs allow users to interact naturally with applications. Salesforce recently made a foray into the space with its Einstein Voice Assistant solution.

December 10, 2019 Amazon and Salesforce Join Forces to Improve Their Contact Center Value Propositions

Salesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective plays in the contact center space.

August 22, 2019 Salesforce Acquires Tableau – A Smart Acquisition for Customer-Centric Analytics

Salesforce’s recent acquisition of business intelligence vendor Tableau sets the stage for a new frontier in customer data analytics. It marks a perceptive buy in a market that has seen significant emphasis in recent years on driving better marketing, sales, and service decisions based on hard data rather than gut feel.

August 20, 2019 Salesforce Acquires ClickSoftware to Expand Its Field Service Management

ClickSoftware announced an agreement with the giant CRM leader Salesforce to be acquired in a $1.35 billion deal.

July 24, 2019 Salesforce.com’s Q1 FY20 Earnings Demonstrate Platform Power

Salesforce continues to defy the odds by bringing home another massive quarter. The innovation ship continues full steam ahead this quarter, with another bevy of new products, new customers, and a laser focus on the customer via Customer 360.

June 05, 2019 SugarCRM Acquires Salesfusion to Enhance Its Marketing Automation Street Cred

Effective marketing automation is an integral part of building a strong sales pipeline. To bolster its capabilities for robust marketing automation, popular mid-market vendor SugarCRM recently announced it would be acquiring Salesfusion.

June 05, 2019 Oracle CX Cloud: A Compelling Solution for Those Leveraging Other Components of the Oracle Cloud Ecosystem

Oracle has faced an upswing of strong competition in the CRM and customer experience marketspaces: despite this, the Oracle CX Cloud portfolio delivers compelling value, particularly for larger organizations that have investments elsewhere in the Oracle Cloud stack.

June 05, 2019 Salesforce Jumps on the Blockchain Hype Train at TrailheaDX

Blockchain has been a much-touted innovation for improving the creation of trusted partner networks. Salesforce recently jumped on the blockchain hype train at its developer summit with the announcement of Salesforce Blockchain – but will the solution take flight?